Ghana Economic Transformation Project

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GETP Grievance Redress Mechanism

Purpose of GETP GRM

The GETP Grievance Redress Mechanism (GRM) is established to provide avenues, processes, and relevant institutions through which project-affected persons (PAPs), communities, and other interested stakeholders and parties affected by the implementation of the Ghana Economic Project and its various activities can lodge project-related complaints/concerns for redress. It is also to ensure that stakeholders’ concerns are taken care of during implementation and to help minimize disputes or conflicts arising from the implementation of any GET Project activity.

The Project GRM however, does not replace, formal legal channels for managing grievances (e.g. the court system, organizational audit mechanisms, etc.). The project-affected persons and other stakeholders always have the option to use other alternatives, including legal remedies for addressing their grievances.

GETP operates a robust grievance system that accepts all forms of complaints through SMS, WhatsApp, email, phone calls, walk-in, online and through community grievance committees established at the various sub-project activity sites.

Objectives of GETP GRM

The objectives of the GRM are to:

  • Allow for registration of complaints related to the implementation of the GETP;
  • Screen, classify and forward grievances to relevant decision-makers for redress.
  • Keep electronic records of grievances from all sources, regularly monitor case status and resolution, and update records accordingly;
  • Provide timely feedback to the complainant on the status of the resolution

Category of Grievances

Grievances are expected from the following major categories:

  • Administrative
  • Compensation, Land Acquisition and Resettlement
  • Compliments /general feedback
  • Construction Related grievance
  • Environment, Health and Safety
  • General Community Concerns
  • Procurement
  • Enquiry
  • Gender Based Violence / Sexual Harassment / Sexual Exploitation Abuse
  • Other

Administrative Issues

  • Requests for information and clarification
  • Delays in resolving complaints of Project Affected Persons.
  • No response or feedback to complaints made

Compensation, Land Acquisition and Resettlement

  • Mistakes in inventorying or valuing properties;
  • Disagreement on property boundaries, either between the affected person and the expropriation agency or between two neighbours;
  • Disputed ownership of a given asset (two or more affected people claim that to same affected asset(s));
  • Disagreement on asset valuation methods and compensation amounts in cash or in-kind;
  • Exclusion from list of Project Affected Persons;
  • Compensation awards and their disbursement
  • Claims by people who relocated on their own after receiving notification from the implementing agency about the project and the likely impact on their activities/livelihoods
  • Matters related to physical relocation, delayed or dissatisfaction with restitution of affected property
  • Disagreement with the computation of resettlement or livelihood assistance or transportation cost;

Community Issues

  • Siting of the project/subproject;
  • Successions, divorces, and other family issues resulting in disputed ownership or disputed shares between inheritors or family members;
  • Restrictions to access of community assets
  • Flaws in the consultation process e.g. living out an interested party/groups
  • Exclusion or marginalization of vulnerable groups.
  • Lack of respect and recognition of community social norms and practices (such as sacred days)

Grievance Redress Channels

  • Online Grievance Logging System (GLS)
  • Use of Dedicated Hotlines (phone calls and SMS)
  • Use of Dedicated Community Grievance Officers
  • Use of a Dedicated WhatsApp Platform
  • Project Website
  • Email
  • Walk-in to Project Office

Our Technical Implementing Agencies

We work through several Government Departments, Authorities & Agencies:

Grievance Redress Structure

GETP Grievance Redress Mechanism consists of the the following tiers:

  • Grievances resolved at the point of receipt through community committee officers or hotline respondent
  • TIA Safeguards Focal Persons
  • Project Coordination Unit
  • Project Technical Committees
  • Ministry of Finance Legal Team/ World Bank Grievance Redress Service (GRS)
  • National Judicial System

Our Grievance Workflow